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The customer is never right at O'Reilly Auto Parts
Posted by Jlr1956 on 07/11/2011
MAGNOLIA, TEXAS -- At 7:35am on Sat. 7/9/2011, I was at the store on 40930 FM 1774 in Magnolia, TX to pick up parts that I ordered and paid for on 7/2/2011. The manager Cari brought my parts to me and I took part # 6145 (Master Pro) out of the box to check it because I have seen 3 different types of boots on the same part # 6145. What I was looking for, was the way the grease boot sits on the ball joint, as I said, they are not all the same.

When I saw that it did not match the previous part # 6145 that I had purchased on 7/1/2011, I asked her to bring me another one. She then brought me part # 6141. I did not look at the part # on the box because I did not ask for a different part #, I asked for another box of the same part #.

Both parts 6145 and 6141 look the same, but one is for a police package which I know that I do not have. 6141 is larger in circumference, and it is not easy to tell just by looking at it.

If the manager or for that matter any of the employees would not take it upon themselves to decide what part a person needs, and instead ask questions. Example: Is there a particular reason why this part is not right?. What exactly are you looking for with this part? Regardless, when I asked for another box of that part #, that is what she should have brought to me and NOT a different part #.

She should have made it known to me that it was a different part #, and asked me if that would be ok, and not just assume as she did. Had she done this, she could have avoided the problem that she created.

When I returned to the store I was mad and pissed off, understandably. I ask you, if you were a customer and this happened to you, would come into the store happy or mad? I looked at her and said that I was pissed off at her because she gave me the wrong part. She tried to put the blame on me by saying that I said it looked right. (If it was the same part #, then yes it was right but it was not, she switched the part # without telling me, her mistake!) But she was not about to accept any responsibility for her actions right or not.

The #1 cardinal rule of retail is that the customer is always right, even when they are wrong. You never blame the customer as she did with me, which then really pissed me off. When you’re wrong, fess up to it and don’t blame someone else, especially the customer.

The customer is like a match stick that has not been struck. They come in the store and make a purchase. They come back because they were given the wrong part, so now the match has been struck and there is a small flame because the customer is mad or pissed off. So what is the manager (Captain of the ship, leader and example to the other employees) supposed to do in this type of situation? Do you throw gasoline on the match and make it worse, NO, or do you try to diffuse the situation by appeasing the customer. Example: Sir, I am so sorry for our mistake, please let me get you the right part. Duh!

I would think that a large company like O’Reilly’s has training on how you deal with and treat customers. This manager Cari, has polluted her employees by her bad leadership in front of them.

When Cari threw gasoline on the match, as I said, I was really pissed then. Yes I raised my voice, but I NEVER made or said a threat of any kind. I was just loud with my voice. And the ONLY word that could be considered a curse word that I used was "pissed off". Then this young man name Jason, an employee not in uniform comes up to me and gets in my comfort zone. He was NOT in my face, but was way too close for comfort, (which is arms length). He stood there with his arms crossed in a very menacing pose and look on his face asking me what I was going to do about it, like he was trying to start a fight. My statement to him more than once was: “I am not threatening anyone, nor trying to start a fight, I was just trying to explain the mistake that Cari made and get my money refunded.” I did not know that O’Reilly’s hires night club bouncers to rough up their customers!

I was NOT there to fight or start a fight. I was there to explain a mistake that Cari the manager made. But she showed an attitude that she never makes mistakes and would not listen to or accept the fact that she made a mistake. Very poor management skills. I am shocked that O’Reilly’s would put someone with that type of personality, attitude, and poor customer service skills in a position of management.

And that does not cover the pathetic in-house parts brand that they sell called Master Pro parts. O’Reilly’s is walking a fine line with regards to a lawsuit for parts that are assembled improperly by the Master Pro vendors that will one day cause an accident that will result in a lawsuit. It seems that quality control on the Master Pro brand is non-existent.

I buy two a frames with ball joints mounted, when checking the bolts that hold the ball joint in place, they were all loose. One could not be filled with grease and had to be replaced, a brand new one bad from the start. And how pathetic to take 4 boxes of the same part # ball joint off the shelf and open them up to find 4 different designed boots. This parts brand is a joke.

Save yourself from the crap of O'Reilly Auto Parts and take your business anywhere else but there!

     
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Posted by trmn8r on 2011-07-11:
A small portion would be Skye, from my reading of the complaint.
Posted by Churro on 2011-07-11:
The customer is always right.
Posted by rockfingers on 2012-09-23:
I can certainly relate to this! I bought ball joints, tie rod ends and bushings. The ball joints had the same number on them but were all different ball joints. The tie rod ends were in the same numbered boxes but were all different tie rod ends. I will never buy parts from O reillys again!
Posted by Keebs on 2013-06-18:
I too am fed up with buying a part at Oreillys, bringing it home and working on a vehicle, and finding out that the part in the box is not the right one - sometimes the correct part # is on the box, but a different part is in there. Arrgh!
Posted by thatguy on 2013-06-19:
masterpro is a very cheap brand and is farmed out to the lowest bidder to make and manufacture that is why the design is different it depends on what time that part was made. on the other hand they cost like twenty bucks as apposed to 50 or 80 depending on vehicle. save yourself the time and stick with quality parts. and also people cant read minds double check yourself and learn to communicate properly before you blame everyone around you. Walmart has trained every consumer that not matter what you do its okay well its not yes people make mistakes. yes customers make mistakes but getting all pissed and yelling solves nothing it just makes the situation worse. pretty much it goes back to you get what you pay for cheap parts equals cheap parts.
Posted by thatguy on 2013-06-19:
oh i almost forgot the whole customer is always right thing died off when being an uneducated customer with no knowledge of what he is buying became commonplace. e.g customer- your alternators are no good this is the third one just give me my money back.
retailer- sir your alternator is full of oil thats why it doesnt work when you were in here last week i told you that you have an oil leak which is shorting out the internals.
customer- i dont have an oil leak
retailer- (pours half a quart of oil out of alternator)
customer- just give me my money back.
if every retailer did what every customer wanted you would still be unhappy because prices would be thru the roof to cover th losses of the customer is always right. because lets face it in todays time 75% of consumers want something free or at the very least a discount. and before its said i dont work at oreilly i used to i quit. but have been a lifelong retailer for many customers and its always the same. one more example and then im done
customer in pouring down rain- can you help me put these wiper blades on.
retailer- yes i sure can walks outside in heavy rain installs wipers
customer-oh thanks so much
retailer- oh anytime (now soaking wet) have a nice day. by the way your passanger side j-hook is lose so dont run your wipers on high they may come off. but they should get you home.
customer next day super pissed- yes someone up there put my wiper blades on and the flew off and scratched my windshield im gonna need you to buy me a new one. a bmw windsheild cost about 300 to 400 dollars and because they took care of the customer and got them home safe. they get to buy a new windsheild over a problem and product that profited about three dollars. so no the customer is not always right. they are opportunist and needy and no matter what you do the retail outlet is wrong or trying to screw you or is stupid. i know it goes both ways just wanted to share the other side of the fence. and all those stories are true. fyi . until retail and consumers can trust each other there will always be conflict the trick is to be calm find a solution thats good for both parties and move on. and remember everyone is human
Posted by Rick on 2014-03-20:
HA-HA! I know exactly what 'thatguy' is talking about. I've worked in auto parts for 25 years, the last four have been with O'Reilly's after they bought Kragen (CSK) Auto Parts, a superior company I'd been a part of since 1988. It all boils down to capitalism and the lies it tells to customers. There's a LOT of crap auto parts out there, and the O'Reilly's computer system SUCKS! I tested three NEW ignition modules for a Ford recently
Posted by Pissed Off on 2014-04-11:
In total agreement on this subject! I purchased a Ford Starter Solonoid (MasterPro) to intertie a Chevy starter. Installed the device and the second I installed the battery power lead it spun up the starter motor? Grabbed my dvom and sure as hell the device was shorted! Right out of the box the piece of crap was shorted across the battery main post and the starter post? What the F*#%??? Going back to the store they refused to credit, swap out or warrant the faulty product! Their excuse was that it had been installed.....and thereby removing any warranty! Pissed is not the proper word I want to use in this situation. Returning home I decided to discover the fine craftmanship with this device and so carefully using my dremel tool I partialy removed the bakelite shell surrounding the coil and contacts. Low and behold I found that the copper contact plate was installed on top of the main power posts instead of below and no matter what type of electrical coil used this device would be shorted closed constantly. It is very apparent that "NO" testing was performed during manufacture as this faulty device would of been discovered at that time. I am done giving business to this company and their lack of care to a long time customer. Good bye O Reilly Auto Parts and a big hello to Auto Zone from this point forward. 4/10/2014
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Sorry product and service
Posted by Thegrinreeper on 08/09/2007
MEMPHIS, TENNESSEE -- O'Reilly Auto Parts sold me a air conditioner compressor in 05 for my wife's car. I took the car and part to a reputable shop for installation. I had to pay $300.00 in labor to replace it later in 05 when it came apart. Then again in 06 when it came apart again. Now I have to replace it again in 07 because it came apart again and it is 2 months out of warranty. So now I even get to pay to replace the part.

O'Reilly Auto Parts said they don't care. They want me to take it to court.
Kevin at the Memphis office 901-213-3299 is whom I dealt with.
     
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Posted by Skye on 2007-08-09:
Did this place manufacture the part?? If not, your complaint is with the manfacturer. They are just the middle man. By the way, what type of car is it??
Posted by George by Law on 2007-08-22:
You are wrong. O'Reillys sold the part. They are liable for replacement. Once they sell another persons merchandise, They assume any and all liabilities caused by said part unless stated in the sales contract that the manufacturer is to be held liable. Not being the manufacturer does not hold O'Reillys harmless. They should have repaired the vehicle at their expense just on good will alone. O'Reillys caused Breach of Peace when their part continued to fail. They assumed liability when they replaced the first 2 parts. I would be happy to handle this case in litigation. We'd be going to Disney Land.
Posted by George is wrong on 2008-01-28:
George, you are wrong. The manufacturers warranty their parts through us. Oreilly's is the middle man, similar to a car or motorcycle dealership. If we warranty a part and the warranty issue doesn't meet the manufacturers warranty requirements, Oreilly's gets to eat the retail price, not their price, of the part. What this guy should've done was called their customer satisfaction line and filed a loabr claim. Oreilly didn't cause a breachof peace, since it's not their part.
Posted by Mike on 2012-07-12:
The counter guys will install parts on your car, which I had trouble with my car from them putting it in wrong. Then they don't know what I'm talking about
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They finally got it right
Posted by Cadydid on 08/06/2007
WELLINGTON, KANSAS -- I warn you now.. this is going to be a long review. But there is a good ending to it.

I ordered 3 separate parts for a new exhaust system. The muffler the pipe assembly, and the strap on 07/17/07. They said it would be 07/24 before the parts would come in. So far so good.

They called my husband on 07/24 to tell him that the muffler was in but there was good news and bad news. The good news, we didn't need the pipe assembly because it was included in with the muffler, so the order for the pipe assembly was cancelled.(a savings of about $80) The bad news was the wrong strap had been ordered (misorder #1), and that it would be a few days before they got it in. To which my husband replied, not a big deal I can't work on it until the weekend anyways.


They called on 07/26 to say it was all in and to come pick it up, which he did. It didn't take long to figure out that the wrong muffler had been ordered (misorder #2). And not only was it the wrong one, but that right one did not come with the pipe assembly. That was not a big deal because we had already budgeted for it. We were also told that it was going to be 08/01 before everything would be in.

We get a call on 08/01 to say everything is in finally. He asked them specifically if everything was right this time to which the guy replied "Yes it is". My husband goes to pick it up with plans to install it that evening. Now this is the part where it gets to be comical. The pipe assembly is the wrong one (misorder #3). He calls me at work upset because had he tried a dry fit he would have seen that the flange mount holes were off before disassembling the entire exhaust system. Sensing he was was that upset, I tell him as long as I can find a way to work the next day, it will be ok and I'll call them in the morning. (I found a way to work so all was good there)

I call corporate and was advised that someone from the store would call me before I leave for work. I did get a call from the store manager, and after talking to him the part number is correct, so the only thing that make sense is that the part was labeled wrong, and that it will be 08/07 before the correct one is in. I tell him very simply that is not good enough as this fiasco had been going on in excess of 2 weeks at this point. He said let me call the District Manager and see what we can do. He calls me back and says that they will order it from the Saturn dealer and eat the additional $80 that it is going to cost and that it will be in that afternoon. I told him that was perfectly reasonable to me and to please call my husband when it was there. (Get ready, the end is in sight.

He goes to pick it up and can anyone guess what happened? Yep, you go it, it's the wrong one.
(dealer sent the one for the single overhead cam engine, and my Saturn is a dual). Being ever so afraid to call me (he knows how I can be),
He asks if it is possible for a welder to cut the flange and re-weld it in the right position. The district manager says it shouldn't be a problem, and sends my husband to the local welding shop. 20 minutes later,and $25 (which O'Reillys readily paid), we finally have everything to replace the exhaust system.

While this had to be one of the most irritating and aggravating experiences I have ever had, I still felt it necessary to give them a compliment because in the end they admitted their mistakes, and did what it took to make us, the customers, happy.

THE END (Finally !!!!!)
     
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